Job no: 527384-B
Brand: Scott Dunn
Work type: Full time
Location: New York
Categories: Leisure Travel & Retail

EXPERIENCE & QUALIFICATIONS

• Experience selling luxury travel to Latin America destinations is preferred
• Specialist product knowledge within Latin America
• Sales driven with a keen eye for numbers
• Self-motivated and able to work autonomously
• Requires no direction or oversight with processes and systems
• Ability to demonstrate end-to-end ownership on projects
• Strong written and verbal communication skills
• Excellent attention to detail
• Proven organizational skills
• Previous experience of delivering high levels of customer service
• Inspires and motivates other team members, leads by example
• Understands team goals and uses success metrics to help focus sales efforts

KEY RESPONSIBILITIES

• Manage the end-to-end sales process - from initial enquiry and itinerary creation to booking and post-travel follow-up.
• Deliver exceptional service via phone, email, and in-person interactions to craft personalized luxury holidays.
• Meet and exceed individual and team sales targets and key performance indicators (KPIs).
• Develop and maintain in-depth knowledge of Latin America travel products and destinations, as well as other regions in the Scott Dunn portfolio.
• Support marketing efforts, including contributing to brochures, email campaigns, the website, PR initiatives, and events.
• Engage with guests face-to-face where required, ensuring a personalized service experience.
• Learn and work confidently with our internal systems and software tools.
• Collaborate closely with colleagues across departments and within the wider Sales team.

DUTIES

The duties that derive from these responsibilities include but are not exclusive to:

• Own the full guest journey, from initial enquiry through to repeat bookings.
• Deliver accurate, detailed communication and documentation for each itinerary.
• Qualify guest needs and use consultative sales techniques to convert enquiries into bookings.
• Respond promptly and professionally to all enquiries, particularly during peak travel periods.
• Manage guest information and payments, ensure timely documentation, and organize concierge services.
• Maintain guest engagement from booking to departure, ensuring an exceptional experience throughout
• Enter and manage client data in our Customer Relationship Management (CRM) and internal systems
• Proactively resolve guest issues or complaints, working alongside our Guest Relations team
• Book and manage flights using Travelport and other reservation tools.
• Attend internal and external training sessions to stay up to date with products and systems
• Take part in familiarization (FAM) trips to enhance product knowledge and share insights with the team
• Represent Scott Dunn at trade shows and promotional events, sometimes internationally
• Willingness to travel for training or events as needed

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun